FAQ

GENERAL

Q: DO YOU HAVE A PHYSICAL RETAIL STORE?

A: No, BOUJEE OFFICIAL is an online store only. 

Q: DO YOU RESTOCK YOUR ITEMS?

A: Yes! If you want to be notified when/if we get a specific item restocked, head to the product online and it will say, "Notify Me When Available" when you click on the out of stock size. It will then ask you to enter your email so we can let you know! If you no longer see this item on our website, we still hope to restock it for you! Stay up to date on restocks by joining our BOUJEE OFFICIAL email list and following us on Facebook and Instagram.

Q: DO YOU PRICE ADJUST ONLINE PURCHASES?

A: Unfortunately, we do not currently allow for price adjustments.

Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED SUCCESSFULLY?

A: You will get an automatic email saying your order has been processed. Once the order has been sent to you, you will get another email saying your order has been dispatched and we will give you the tracking ID to follow up your shipment.

 

 

    RETURNS / REFUNDS / EXCHANGES

    Q: ARE RETURNS FREE?

    A: No, unfortunately at this time we are unable to offer you free returns. The return costs are to be covered by you and won't be refunded. We also strongly recommend sending back your items tracked as we cannot be held liable for any items that fail to reach us. 

    Q: WHAT IS YOUR RETURNS POLICY?

    A: Returned items must be received within 14-days of delivery for UK orders and within 30 days of receipt for international orders. 

    We understand that sometimes the fit isn't right, so here at BOUJEE OFFICIAL we are happy to accept returns on any garment that is in its original condition, unworn and with tags attached. Please make sure your items are also free from:

    • Make up, fake tan and animal hair.
    • Free from scents of deodorant, perfume or washing powder.

    For hygiene reasons, some items are non-returnable: intimates, stockings, hair accessories, hats, earrings. This will also be stated on the product page.

    PLEASE TAKE CARE WHEN TRYING ON CLOTHES NOT TO DAMAGE OR STAIN THEM. ALSO PLEASE TAKE CARE WHILE REPACKAGING. IF YOUR RETURN DOES NOT MEET THE ABOVE CRITERIA IT WILL BE SENT BACK TO YOU.

    PLEASE NOTE: Sale items can be refunded via store credit only, if they meet our terms and conditions.

    Q: HOW DO I RETURN AN ITEM FOR REFUND?

    A: You can return items via your local post office using the returns address sticker included in your parcel. 

    PLEASE NOTE: We do not cover shipping costs when parcel is sent back by you. We also recommend sending back your parcel tracked as we cannot be held liable for any items that fail to reach us. 

    Remember to fill in your returns sheet with your request and put this sheet in your parcel when you return it back to us. Once we receive your return, we will send you an email to confirm that we’ve received it. If no exception with your return is faced your request will be processed within 3-5 working days.

    Refunds for full priced items are issued to your original payment method. Refunds for regular sale items can only be processed through a Gift Certificate to be used on our site. If your order had any shipping costs, these will not be refunded.

    HOW DO I EXCHANGE AN ITEM?

    A: Unfortunately, we do not offer exchanges at this time. You can purchase an item in a different colour or size if it is still available. If you think an item may sell out we recommend you re-purchase the item before returning your order. 

    Q: CAN I GET REFUND ON A DIFFERENT CARD? 

    A: Unfortunately, we can only ever issue product refunds back to the original method of payment supplied at checkout. If you have lost or cancelled your card, this will not affect your refund as your bank will be able to transfer your payment over to your new account. You can discuss this further with your payment provider.

    Q: MY REFUND IS INCORRECT

    A: We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: office@boujeeofficial.com along with the names of the items you returned and we’ll have this sorted for you!

    Q: I PAID WITH LAYBUY, HOW WILL I GET MY REFUND?

    A: If you have paid using LAYBUY, you’ll receive a refund from them once this has been refunded. You can find out more at: https://help.laybuy.com/hc/en-us/sections/360004114393-Refunds-Returns

    Q: WHAT IS YOUR RETURNS ADDRESS? 

    BOUJEE OFFICIAL
    PO BOX 321
    ST. NEOTS
    PE19 9GF

     

    SHIPPING

    Q: CAN I CHANGE MY DELIVERY ADDRESS AFTER PLACING MY ORDER?

    A: We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! However, if you have not yet received an email stating that your order has shipped, please email office@boujeeofficial.com immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number and correct shipping address in the body of the email.

    If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered. 

    Q: DOES BOUJEE OFFICIAL SHIP INTERNATIONALLY?

    A: Yes! All packages are shipped with duties and taxes UNPAID. These charges may or may not apply to your package. If you are unaware of the custom or tax charges, we please ask that you contact your local customs office before you purchase an order with us. The customer is responsible for all fees. Shipping costs vary depending on location. 

    Q: WHAT IF MY PACKAGE SAYS DELIVERED BUT I CAN'T FIND IT?

    A: For missing packages please contact your local courier with your tracking number. BOUJEE OFFICIAL is not responsible for any lost merchandise, however we advise you to reach out to our customer service team, they will do their best to assist with the recovery of your package.

    ORDER

    Q: CAN I CANCEL MY ORDER?

    A: Yes! We can cancel your whole order, or just specific items. If you have not yet received an email stating that your order has shipped, please email office@boujeeofficial.com immediately using the Subject: "URGENT: CANCEL ORDER" and include your order number.

    Q: I PLACED AN ORDER BUT DIDN'T RECEIVE AN ORDER CONFIRMATION EMAIL

    A: Please check your spam/junk folder for the confirmation emai. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at office@boujeeofficial.com  and tell us the email address where you would like the order confirmation sent and we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.

    Q: I HAVE RECEIVED THE WRONG ITEM

    A: We are sorry to hear this! Please send over images of the incorrect item, the packaging this was delivered in and the invoice included inside your parcel to office@boujeeofficial.com. Once we've received your email we will resolve this for you immediately!

    MY PACKAGE WAS STOLEN. WHAT SHOULD I DO? 

    A: We recommend contacting your local authorities immediately. BOUJEE OFFICIAL is not responsible for stolen packages.